Guest Experience Associate - Front Desk

Kingston Marriott Hotel; Kingston; On-site; CAD 32,000 - 42,000; Full time

Job description

Are you friendly, professional, and passionate about creating exceptional guest experiences? The Kingston Marriott Hotel is looking for a Guest Services Agent to be the welcoming face of our hotel and provide outstanding service throughout every guest interaction. If you enjoy meeting people, solving problems, and working in a fast-paced hospitality environment, we would love to have you join our team.

Who We Are

Easton’s Group of Hotels is one of Canada’s most respected hospitality companies, known for its award-winning developments, exceptional guest experiences, and commitment to its associates. With a diverse portfolio of hotels across Ontario, we are dedicated to delivering excellence while fostering professional growth and development opportunities for our team members.

Easton’s team believes that excellence is achievable only in an environment that embraces and promotes Equity, Diversity & Inclusion (ED&I). Our company is challenging the way we work, think, and develop an inclusive workplace. Our commitment to ED&I allows us to achieve our vision and mission and ensure a more equitable future for all.

The Marriott Connection

As part of the globally recognized Marriott brand, we are proud to provide associates with opportunities to grow within one of the world’s leading hospitality companies. Marriott’s commitment to service excellence, innovation, and career development creates an environment where associates can build meaningful and rewarding careers.

Why Join Us?

• Competitive compensation
• Registered Retirement Savings Plan (RRSP)
• Employee Food Discounts
• Wellness Days
• Associate Recognition Programs
• Career Development and Advancement Opportunities
• Staff Appreciation Events
• Exclusive Employee Discounts with brands such as Apple, Shell, Ninja, Shark, Dyson, PC Optimum, home and car insurance, and many more

Job Overview

As a Guest Services Agent, you will be responsible for providing a warm and professional welcome to guests throughout their stay. You will handle check-ins and check-outs, process payments, respond to guest requests, promote hotel services, and coordinate with other departments to ensure a smooth and memorable guest experience.

Duties and Responsibilities

• Welcome guests in a friendly, prompt, and professional manner.
• Register guests, issue room keys, and provide information about hotel services, facilities, and room locations.
• Prepare for group arrivals and departures, VIP arrivals, and special events.
• Remain informed about hotel events, functions, and activities taking place during each shift.
• Answer incoming telephone calls promptly and courteously.
• Promote and up-sell room types and hotel services where appropriate to maximize guest satisfaction and hotel revenue.
• Accurately process cash, credit card, and other guest transactions according to established procedures.
• Post guest charges, complete cashier reports, prepare deposits, and count and secure assigned cash banks.
• Issue, control, and release guest safe-deposit boxes in accordance with hotel procedures.
• Monitor and communicate outstanding guest requests, concerns, or issues requiring follow-up.
• Respond promptly and professionally to guest requests and complaints.
• Promote hotel services, facilities, outlets, and amenities.
• Provide guests with information regarding local attractions, restaurants, transportation, and directions.
• Use appropriate service recovery procedures to resolve guest concerns and ensure total guest satisfaction.
• Assist with individual and group reservations, including booking, cancellations, revisions, and information updates when required.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• May assist with guest room tours, concierge services, special guest requests, and other Front Office functions.
• Perform other duties as assigned while following all Company and Marriott Brand Standards.

Qualifications and Requirements

Education: High school diploma or equivalent required; some college or post-secondary education is preferred.

Experience: Minimum one year of front desk, guest services, customer service, or related hotel experience preferred.

Language: Fluent English required; additional languages are considered an asset.

Skills:

• Excellent customer service and communication skills.
• Professional and welcoming demeanor.
• Strong organizational and multitasking abilities.
• Basic computer and keyboarding skills.
• Ability to operate property management, reservation, payment, and other hotel systems.
• Basic mathematical and cash-handling skills.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm and professional when handling guest concerns or busy periods.

Physical Requirements

This position requires the ability to:

• Frequently stand and move around the Front Office area.
• Remain stationary for extended periods when required.
• Lift and carry items weighing up to 50 pounds.
• Handle guest items, products, and computer equipment.
• Use a keyboard and computer systems for extended periods.
• Move throughout the hotel to assist guests and complete operational duties.

Schedule Requirements

• Availability to work days, evenings, overnights, weekends, and holidays as required.
• Flexibility to work various shifts based on hotel operational needs.

Work Area

Front Office and other guest-facing areas of the hotel.

Accessibility & Inclusion

Kingston Marriott Hotel is committed to creating an inclusive and accessible workplace in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request throughout all stages of the recruitment and employment process. Applicants selected for an interview are encouraged to advise Human Resources of any accommodation requirements.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.